How do you manage to provide outstanding customer service digitally? This was the task facing agricultural machinery manufacturer Horsch in Schwandorf. The company, which manufactures agricultural machinery for soil cultivation, sowing and plant protection, has developed into a leading global supplier since it was founded in the 1980s. This has been achieved with a great deal of passion, high-tech innovations and outstanding customer service. With the development of a digital customer portal, Horsch was faced with the task of making the success factor of customer care a positive customer experience online at every touchpoint of the customer journey. SYBIT realized this goal with a service portal based on SAP Commerce and fully integrated into SAP ERP. The transfer of the customer experience was achieved: the solution has been very well received by Horsch dealers and will continue to strengthen customer loyalty in the future.

Initial situation

Horsch is known for its outstanding service. However, the company's strong growth meant that the service employees were increasingly tied up with repetitive routine tasks. For this reason, the company had been considering digitizing its extensive range of services for some time. In recent years, there has also been an increasing demand from dealers to be able to access relevant information quickly and easily online.

Goals

By digitizing all customer processes, Horsch aims to increase efficiency in customer service, create transparency for all relevant information and ensure the flow of information between Horsch and its dealers. The aim is to continue to offer customers outstanding service. Dealers should also be able to manage their own data.</p> <p>Further goals are to noticeably reduce the workload of the service team in terms of telephone calls and the processing of routine tasks - as well as to provide better support for the sales force.

Requirements

  • Digital image of the company as the “gateway to Horsch”
  • The Horsch brand should also be experienced digitally at every touchpoint of the customer journey
  • Development of the front end in the Horsch-specific design
  • Preparation of master data and optimization of data quality
  • Provision of all dealer-relevant information for download
  • Overview of the machine parks per dealer
  • Implementation of SAP Commerce as a service portal
  • Seamless integration into SAP ERP
  • Rollout at dealers in Germany, then worldwide
Jennifer Bertsche

What do you think of HORSCH's experience with SAP & SYBIT in eCommerce?

Find out how HORSCH has optimized its eCommerce processes and increased efficiency by working with SYBIT & SAP. Use the potential of modern technologies and customized solutions to advance your company in digital commerce. Do you have any questions or would you like a personal consultation? Our experts will be happy to help you. Contact us and discover how we can realize your vision together.

Mail: sales@sybit.de
Tel.: +49 7732 9508-2000

Jennifer Bertsche, Business Development
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